AppFoundry: The Genesys Marketplace Experience

Dear Community,

We have already disabled the MFA (Multi-Factor Authentication) option in Genesys Cloud. However, users are still being prompted for MFA when logging in.

The reason for disabling MFA is that our agents do not have access to their mobile phones during working hours. Therefore, completing the authentication process through a mobile device is not feasible.

Could anyone please share their thoughts on why the MFA prompt is still appearing? Also, is there an alternative method to receive the passcode via email instead of a mobile device?

Please find the attached screenshot for reference.

Regards,
Shaiban

Hi Muhammed,

One thing worth checking is whether the affected users have any elevated, administrative, or supervisor permissions.

Genesys recently introduced a mandate requiring MFA for users with administrative privileges when using native Genesys authentication. As a result, those users may still be prompted for MFA even if MFA has been disabled at the organization level.

It's also possible that some users enrolled an MFA device before MFA was disabled, in which case they may continue to be challenged until their MFA registration is reset.

Regarding email-based passcodes, I'm not aware of a native Genesys Cloud MFA option that delivers verification codes via email.

Hope this helps.